Customer Service Call Center (English/Spanish)

Bilingual candidates required (Spanish)
Answer 50 – 70 Inbound calls per day
Make 60 – 80 Outbound calls per day
Ability to display professionalism and courtesy. This includes but is not limited to; providing accurate information, using the proper client scripting, voice tone, inflection, expressing empathy and displaying a willingness to assist.
Accurately identify and escalate AE/PQC to client within 1 business day
Field caller complaints and escalate via the request for supervisor process
Respond to sample accountability emails within 24 hours of receipt
Daily spreadsheet completion & submissions (AV, Touchstone & FEDEX)
Data & Documentation management (DTP and usmmempsi.cc.com mailbox usage)
Attendance and On phone percentages (90% or better)
Adherence to all CWI, SOP, Federal regulations as well as all policy and procedure
Location: Onsite
Work hours: 8am to 5pm (Monday – Friday)
Office Attire: Business Casual
Qualifications:
High School graduate (some college preferred)
3-5 years Customer Service experience within an inbound Call Center environment
Must have above average computer skills in Microsoft Office (Excel, Outlook, Word)
Exceptional written and verbal communications